Operations Support Manager


Cambridge - DC10, GB


Job Title: Operations Support Manager

Contract: Permanent, Full Time

Salary: £27,690 - £33,500

Location: DC10, Hill Farm Road, Whittlesford, Cambridge, CB22 4FZ



Supporting the Operations which deliver excellence to our global learners


These are exciting times for Cambridge Assessment English as we look to modernise our systems and strive to find creative and innovative ways to improve our products and services to customers. To help us to achieve our goals, we are seeking to appoint an enthusiastic and dynamic Operations Support Manager in our Cambridge English Qualifications (CEQ) Delivery Marking Team, who will thrive in this changing environment and is motivated by delivering excellent customer service.


The Marking team are responsible for the accurate and timely issuing of candidate scores, for a range of CEQ exams. Our global candidates range from school age children to adults taking qualifications for visa or job applications. Our qualifications and tests are accepted by over 25,000 organisations worldwide, and provide the English language skills to communicate and succeed in the real world.


We are currently working on discrete shifts at DC10 as a safety measure against COVID-19. The shift hours are 06:00 - 13:45, or 14:15 - 22:00 Monday - Thursday, and 06:00 - 12:15 or 12:45 - 19:00 on Fridays. The shift pattern alternates on a weekly basis, for example working a week on the early shift, followed by a week on the late shift. Flexibility for caring responsibilities will be able to be discussed. Standard non-shift working hours are typically between 08:30-17:00.


Cambridge Assessment takes the security of the exam material very seriously, with all sites operating on a badge access system. In addition to this, DC10 has a security gatehouse on entrance and no unauthorised visitors are permitted onsite. Access to parts of the site are restricted, with no mobile phones or video capable equipment permitted.


Keeping the standards

You will be responsible for key parts of the test processing cycle, working with and deputising for the Operations Managers in managing the delivery of a range of processes and ensuring that the rigorous standards of the procedures are followed in the delivery of tests.  Ensuring that processes are carried out and related documentation is produced to the highest levels of quality and accuracy at all of the stages assigned to the post, following standard procedures and to pre-established schedules.


Reliable results

Keeping the customer at the heart of everything we do, you will make routine operational decisions to ensure that processes meet Cambridge English standards and candidates receive reliable results.  Providing effective training and line management to a number of permanent Senior Operations Administrators, following Cambridge Assessment procedures, and providing liaison between management and HR as appropriate.


Culture of continuous improvement

Regularly participating in projects, exam and process reviews and in the development and trialling of new services and systems, to ensure valid and reliable assessments and services, which satisfy market needs and are, you will have input in ensuring projects are delivered in a cost effective and efficient manner.  As well as supporting the development and maintenance of a culture of systematic process review looking to standardise and homogenise processes as much as possible; maximising process efficiency, cost effectiveness and flexibility of resource


What we’re looking for

You will have demonstrable experience of working in a busy office environment, and experience of managing and motivating teams who work under pressure to demanding deadlines. 



  • Experience of managing a set of documented work processes and procedures
  • Experience of managing and motivating individuals and teams
  • Good written and oral communication skills
  • Good problem solving skills
  • Experience of working in a complex and busy office environment
  • Flexibility and adaptability
  • Strong organisational, prioritising and planning skills
  • Excellent customer service and relationship management skills
  • Excellent attention to detail
  • Ability to work effectively under pressure
  • Good working knowledge of Microsoft office products
  • High standard of spoken and written English



  • Ability to think strategically
  • Project Management experience
  • Detailed knowledge of the Cambridge Assessment English product range


Who we are

Cambridge Assessment English is a part of Cambridge Assessment, a department of the University of Cambridge. We are the global leader in English language assessment. We help people learn English and prove their skills to the world. We provide exams in English for speakers of other languages taken by over 5 million candidates worldwide each year, as well as the leading range of qualifications for language teachers.



In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work:


  • Generous contributory pension
  • 28 days annual leave, plus bank holidays
  • Annual performance related bonus and increases (discretionary)
  • Enhanced maternity/paternity pay and childcare voucher scheme
  • Employee discount and cash back scheme at 2,500 retailers
  • Cycle scheme
  • Season Ticket Loan
  • Subsidised staff restaurants
  • Support for professional qualifications
  • Discounted access to the University of Cambridge Sport Centre, along with various other local gyms.


We know that diversity of thinking, backgrounds and approaches lead to innovation and create an atmosphere where everyone’s contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applying and we can see how we can support you.

The closing date for receipt of applications is 18/05/2021 and interviews will be held on w/c 24 May.


If you’re successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application.


The University of Cambridge will be bringing together its publishing and assessment operations to create a single organisation from 1 August 2021. Cambridge University Press and Cambridge Assessment publish and create world-leading content and examinations that are used across more than 170 countries.

The move is in response to a growing desire from learners, teachers and researchers to engage with Cambridge in a joined up digital way, and the demand for innovative products that combine expertise in learning and assessment. The new organisation will have the capabilities to provide world leading assessment, learning and academic research offerings globally, under the Cambridge brand and backed by first class teaching and research departments.


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